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This is What You Need to Know About Working in a Call Center

Call centers are a mainstay in customer service; even as technology has allowed for more self-service options and other means of outreach, phone calls are often the most effective method. Since companies across industries have call centers, there are numerous job opportunities. If you are considering getting into this line of work, this is what you need to know about working in a call center:

You May Handle More Than Just Calls

Even if you are hired to work in a call center, it is highly likely that your job may include other duties beyond just answering phone calls. Be prepared to also handle other forms of customer inquiries, such as social media or live chat.

Every Call Will Be Different

Working in a call center requires flexibility and being ready to quickly adapt solutions for customers' specific situations. Every call will be different, so you have to actively listen to understand their needs and effectively come up with personalized solutions that work for them.

You Will Need High Emotional IQ

By the time customers reach out to a call center, they have likely already experienced stress and frustration and maybe impatient or angry. To succeed in working at a call center, you will need high emotional intelligence. Rather than taking customers' attitudes personally, you must be able to understand their perspectives and find empathy for their situations. Being empathetic will enable you to diffuse the heated nature of the interaction because the customers will feel validated.

Attention to Detail and Efficiency is Crucial

Providing high-quality service to customers is a high priority when working in a call center, but agents also have the added expectation of doing so in a streamlined manner. Working in a call center requires multitasking to solve customer inquiries accurately and quickly, while also taking notes and inputting the data into a customer relationship management (CRM) software. If you do not have attention to detail and know-how to manage your time to be efficient, you risk not meeting the key performance indicators (KPIs), such as average call handle time, that you're measured on.

It Can Be High Pressure, but Very Rewarding

The fast-paced nature of the call center is not for everyone, as it can get overwhelming. However, the high-pressure environment also comes with the opportunity to help people and relieve them of stressful issues affecting them. Many call center agents find a great deal of purpose in their jobs and consider it a very rewarding line of work.


Find call center job opportunities by working with Nesco Resource. As one of the leading national staffing and employment agencies, our mission is to help job seekers achieve their professional goals, and match them with the available positions that best suit their skills. Contact us today to learn more.


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